Boca Raton colocation Customers may request a maximum of 1 basic complimentary remote hands service per cabinet per month. Additional requests will be performed at rates in effect at the time of request or as per the service order.

Fort Lauderdale colocation Customers may request a maximum of 1 basic complimentary remote hands service per cabinet per month, Monday through Friday 9:00am to 6:00pm. Additional requests will be performed at rates in effect at the time of request or as per the service order.

Host.net Atlanta colocation facility within Telx does not offer complimentary basic remote hands request; however, basic or advanced remote hands requests will be performed at rates in effect at the time of request or as per the service order.

Host.net offers advanced remote hands service for an additional charge, which will be quoted upon request of such service for Customer acceptance.

Advanced Remote Hands Services are classified as:

Connecting a monitor to Customer’s networking equipment and performing work based on customer request

Opening Customer’s equipment to investigate hardware configuration

Configuring Customer networking equipment

Inventorying a Customer’s equipment or taking pictures of equipment or colocation space

Labeling equipment and cables

Assisting Customer with physically installing, relocating, or movement of equipment

Shipping and handling of equipment

Installing or swapping pre-configured equipment or components

Due to regulatory compliance, Host.net personnel shall not access any of a Customer’s data, applications or images or log into any Customer’s equipment on which any data, applications or images reside or are otherwise stored.

How to Request Remote Hands Service

All remote hands requests should be sent via email to support@host.net from an authorized Customer contact. The request should clearly specify Customer account name, facility location (Boca Raton, Fort Lauderdale or Atlanta), colocation cabinet or cage number (if on hand), and specific task to be performed.

Remote Hands SLA

Remote Hands requests are generally accommodated as quickly as possible. Depending on the type of request, Host.net targets, but does not guarantee, a maximum response time of 15 minutes Monday through Friday 9:00am to 6:00pm and 1 hour at Nights and on weekends post receipt of the complete service request. A complete request is defined as a request originating from an authorized contact via accepted means, and containing complete instructions as to what actions the Customer wishes the Remote Hands technician to perform. The Customer will be informed via e-mail of both the receipt of the request, and the completion of the requested work.

ABOUT US

Host.net is a multinational cloud company offering managed infrastructure services. Specializing in colocation and network transport and transit solutions for enterprise organizations, the company custom designs total solutions tailored to the needs of its clients. Read more